Quiz 2 – Flashcard

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question
Effective communication skills are important primarily to support agents who communicate ____.
answer
any of these
question
Dissatisfied clients are more likely than satisfied clients to ____.
answer
contact the help desk repeatedly for assistance
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Effective communication skills are based primarily on a support agent's ability to ____.
answer
any of these
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Excellent customer service in a support organization is based primarily on which of these factors?
answer
Both A and B
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Which of these is not a primary strategy for a support organization that aims for customer service excellence?
answer
Meet all of a client's demands.
question
Analysis and evaluation of a user's message are likely to occur during which type of listening?
answer
Critical
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A support agent should aim to use language that is ____ the language level that the user uses
answer
slightly below
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"I can give you a workaround for this problem, then later we can diagnose the cause of the problem so you don't encounter it again." is an example of ____.
answer
empathy
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A user's first impression of a support agent comes from the ____.
answer
incident greeting
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A script to handle a support incident has ____.
answer
several sequences of questions with multiple decision points or paths
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The most effective strategy for using a script is to ____.
answer
restate the script in your own words
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Which type of nonverbal behavior is the least effective posture for support agents?
answer
Fold arms
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Which type of nonverbal behavior is suggested for effective voice quality?
answer
All of these
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Inexperienced support agents tend to speak ____ when they experience stress in a conversation with a user.
answer
too fast
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Which of these is not a recommended incident management strategy for support agents?
answer
Don't admit that you're wrong or don't know.
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A support agent who feels that a user needs substantial assistance with the organization of files on his or her computer system should ____.
answer
point the user to useful information about file organization
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The Myers-Briggs Type Indicator (MBTI) measures ____.
answer
personality and work style preferences
question
A feature of a Web site where discussions are posted by members of a user community is called a ____.
answer
user forum
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A Web site that contains large numbers of misspelled words and grammatical errors fails which of these general criteria?
answer
Mechanics
question
Posts to a user forum with commentary on a single topic, arranged in date order, are called _____.
answer
a thread
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